Android (OT 7.4)- Troubleshooting and Support

Updated: December 29, 2018 01:02

Important Information - Sync your Annotations:Before going through the following suggestions, we recommend that you back up any saved passages, notes, highlights, tags, reading plans, and/or book ribbons to the Olive Tree Study Sync servers. To do so, take the following steps:

Tap the Menu icon in the upper left corner.

Tap 'Sync Log'.

Tap Sync at the bottom of the screen. If sync fails, please let us know before proceeding.

Disable Developer OptionsGo to Settings (for your device, not in the Olive Tree app)>Developer Options>Apps>Don't keep activities (make sure that this is not checked).Note: This setting may not be available depending on your version of Android.

Restart Your DevicePower off your device for 5 seconds and then turn it back on. Putting the device in 'Sleep' mode does not power off your device.

Check for Updates to the Bible Study AppIt may be possible that the problem you are encountering was fixed in an update to the program. Check for any updates by opening the Google Play Store, tapping the Menu icon, tapping "My apps & games", and Updates.

Re-download your title (if applicable)Depending on your issue, you may just need to re-download the resource you are having problems with. To do so:

Tap the Library icon on the toolbar (three-book icon with a cross).

In the List View, tap the three-dot icon to the right of the title and tap 'Remove and Archive'.

In the Grid View, tap and hold a resource and tap 'Remove and Archive'.

Tap the Store icon on the toolbar (shopping cart).

Tap the Account tab at the bottom of the screen.

Find the same resource and tap Download.

Tap Open to view the book and see if the problem has been fixed.

Delete the Config Folder:You will need to access your internal memory or SD card by using a USB connection to your computer or by downloading and/or using a file manager application from the Google Play Store (such as the free Astro File Manager app).

Using the file manager, navigate in your device storage to Android/data/biblereader.olivetree/files and delete the Config folder from the Olive Tree directory, which will be located either on your internal memory/card or on your external SD card. After you have deleted it, reboot your device and try your app again. If the problems are still there, go to the next step.

You will need to access your internal memory or SD card by using a USB connection to your computer or by downloading and/or using a file manager application from the Google Play Store (such as the free Astro File Manager app).

Using the file manager, navigate in your device storage to Android/data/biblereader.olivetree/files locate the 'managed_data' folder and delete it. After you have deleted the directory, reboot your device and try your app again.

Delete the Entire Olive Tree Directory:Important: Please remember that the following step will remove your annotations. Please see steps above for syncing annotations to our servers before proceeding.

The directory can be deleted using a file management program or with your device connected to a PC. Once you have deleted the directory, re-open the app. At this point, any products that came bundled with the application will need to be reinstalled by accessing your library. You will first need to log into your Olive Tree account to download your books.

Contact Our Support Team

It is possible that your app will require further troubleshooting steps than what is listed above. Please contact our support team so that they can assist you with the issue you are experiencing.

We DO NOT recommend reinstalling the app without being told to do so by our support staff. This can lead to permanent loss of your annotations.